Nicole E. Shaw
404-***-****(m) ● email@example.com
PRODUCT MANAGEMENT / OPERATIONS SUPPORT /
PROGRAM MANAGEMENT /PROJECT PLANNING
Positive business impact developing product and programs by identifying markets, requirements & launch
Expertise developing marketing plans to promote specific products and programs to improve sales performance. Manage market development and execution of field programs and sales strategies to grow sales, increase profits and market share. Maintain competitive edge by rapidly updating product and market penetration rates. Lead account efforts and review competitive analysis to support targeted product development for account retention, upsell, and new acquisitions. Proven Telecommunications experience and customer product focused knowledge. Ability to adapt to fast-paced technical environments while managing multiple projects and tasks. Extensive roles in Operational, Sales support & Vendor Relations. Key strengths and contributions in:
Ad hoc reporting
Oral & written Communication
Survey design & administration
Analyze CRM data & trends
Project Planning & Management
Bachelor of Applied Science, Business Administration, Clayton State University, Morrow, GA
Highly proficient in Microsoft Word, Outlook, Excel, Publisher, PowerPoint
HYLA Mobile, Dallas, TX 2011 – 2016
Southeast Region Program/Product Manager
Overall responsibility for program and product life cycle, identifying customer needs and objections of the AT&T Trade-In program. Oversee the Southeast Region market requirements and brand promotions. Established overall strategy for delivering sales tools and overviews to the field for sales engagements for Top-Down management. Gathered Program and product evidence in the form of testimonials, case studies and demos. Develop the strategy, business plan, product/program requirements to excel profits. Provide training, education and support to 1000+ field Sales and Operation teams. Create, design and motivate excitement surrounding the AT&T Trade-In program for product development on various levels of key stakeholders i.e. VPGM and Directors. Provide support and guidance to the Southeast Region of AT&T COR, Indirect and B2B Channels to maintain a successful wireless device Trade-In program through training and work result follow ups. Represented company products at events, conferences and executive briefings.
Initiated average yearly revenue increase of $3M per Southeast Market
Create and execute impelling presentations to drive the Trade-In program
Increased Customer Satisfaction and Willingness to Recommend by 9 – 12%
Launched successful Trade-In Programs with Carrier Exchanges Verizon and AT&T
Accelerate Attach Rate and deployment by streamlining sales modules and strategies.
Initiate and influence new vendor agreements by demonstrating product value to grow revenue
Provide weekly source data for product and program communications with specific actions to increase sales
Analyze CRM trends & data to successfully engaged senior management to grow Trade-In device Attach rate from 3% to 18%, well beyond company average of 7%
Successful in creating and pricing the first regional Trade-In Promotion targeting accessories resulting in 8% Attach Rate increase and positively engaged sellers
Run Ad Hoc & Program pricing reports reviewing production and sales costs; volume and Attach Rates
Superior follow up skills that lead to high demand for sales overviews and trainings for regional training events, conduct conference calls, webinars and staff regional sales events
Verizon business, alpharetta, GA 2006 - 2011
Program/Project Management Analyst – Survey Administrator (2006-2011)
Primary support & administrator to ensure adherence of processes for customer support of IBM Quickr & SharePoint portals. Review & establish new requests to provide customer and PMO/Account teams training on internal and external uses of IBM portal. Escalate unresolved support issues to server operations and/or IBM for resolution. Collaborated with internal departments for survey design to obtain feedback for improvement and recognition. Research and reconcile address discrepancy to ensure compliance with FCC Customer Proprietary Network Information. Provide regular and ad hoc reports on all systems used.
1st Level support for IBM Quickr portal by maintaining 100% of all system inquiries by call, email or chat.
-With extensive knowledge of portal, proactively managed and responsibly maintained all issues through CMIS trouble ticket database.
-Conduct training to all new Portal Managers and end users.
-SharePoint back-up administrator to reset passwords and manage end user access
Perform monthly audit of Quickr & SharePoint portals to ensure all portals and end users were active and at their most efficient use. Monthly audit improved maintenance of server space by 20% by improving record accuracy of actual use.
-Conduct SharePoint & IBM Quickr audit of 2500+ endusers with 145 active customer portals.
Develop and publish 6 newsletters per year with best practices/success stories on shared portal.
Design, manage & launch weekly online surveys via administration of Vovici survey application.
-Maintain over 400 survey panelists per month, addressing any technical or departmental issues.
-Average survey response rate of 53%, which exceeds national average response rate by 27%.
Met or exceeded all targets in management of all work requests to for ad hoc reports & surveys.
Developed process document and work flow for 3- 5 monthly CPNI discrepancies for FCC compliance.
Verizon Business - Alpharetta, GA – 2003 – 2006 (Supervisor)
CBeyond Communications – Marietta, GA – 2002 – 2003
Supervisor – Circuit Provisioner (2003-2006)
Managed a team of 8 – 10 Order Quality Specialists, collectively maintained the seamless end-to-end provisioning for the Designed Services Ordering Center. Worked closely with IXC vendor management to access contractual arrangements and performance. Core responsibilities included handling daily escalations, evaluating and improving department processes, management reporting, and employee development and motivation.
Helped meet/exceed customer-satisfaction for internal sales teams by processing Service Delivery orders.
Managed team individuals who were responsible for accurately provisioning 30 – 40 service orders for various circuits such as: Dedicated Voice, DS1, DS3, OC3, OC12, Private Line, Frame Relay, A-end to Z-End Frame Relay, ATM.
Acting liaison between local phone company, equipment vendor and end user service rep to coordinate all installations.
Responsible for 100% accuracy of Service Delivery by obtaining LOAs, RESP ORGs and meeting FOC dates with pertinent LECs, account and engineering teams. Ordered site access for PVCs, PVPs, DLCI, NNI and UNIs.